Customer Service Lead
Dealmed Medical Supplies, United States

Dealmed is currently seeking a Customer Service Lead to oversee the day-to-day operations of the Customer Service Department.

Brief Company Overview:

Dealmed is a medical supply distributor servicing customers across the NYC and Philly areas.

Some facts about Dealmed:

• The fastest growing medical supply distributor in its market class
• Authorized dealer for nearly 300 brands including medical equipment, drugs, and vaccines.
• Maintains two distribution centers with approximately 10,000 items in stock.
• Sells over 350 manufactured products.

Responsibilities include, but are not limited to:

• Receiving telephone calls, faxes, and emails from customers to assist with inquiries on various issues, including but not limited to new orders, order returns, and tracking orders.
• Managing a team of 3-5 Customer Service Reps
• Assisting the sales team in all administrative tasks such as updating account information, obtaining product information, entering orders, preparing quotes, processing return requests, and updating account pricing.
• Monitoring customer’s sales activity and reaching out to ensure the business is being maintained and not lost to competition
• Following up with purchasing for new item pricing and backorder requests.
• Recommending changes in products, services, and policy
• Resolving customer complaints by investigating problems and making recommendations to management.
• Create and review departmental reports
• Researching product detail and specs for customers and sales team by communicating with vendors, reviewing tech sheets, and performing online searches.
• Learning and maintaining professional and technical knowledge of the latest medical products and technologies including industry trends.
• Be responsible for changing policies, and processes, within the department.
• Oversee phone system, prompts, routing, rules, and work to constantly improve the customer experience while working to improve the system.

Requirements

• Must have previous phone experience in sales, sales support or customer service position.
• Must have some management experience in sales, sales support, or customer service position
• Candidate must have experience working with or for a distributor or in a B2B setting.
• Excellent verbal and written communication skills.
• Excellent computer skills, setting up systems, and applications, and working with technology.
• Excellent attention to detail
• The ability and confidence to work with high-profile customers
• Ability to put together presentations, and reports
• Microsoft Excel experience to organize and consolidate data in a presentable format.
• Knowledge of the medical supply industry is a plus.

Benefits

• Health Insurance
• Dental amp; Vision Insurance
• Paid Time Off (PTO)
• Free 100K Life Insurance and Long-term Disability
• Short-Term Disability Insurance
• Flexible Spending Accounts (FSAs)
• Health Savings Accounts HSA's (Only with High Deductible plan)
• Pre-tax commuter/parking benefits
• Supplemental Insurances

Job Rewards and Benefits